Routing calls to preferred agents

Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or m...

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Bibliographic Details
Main Authors Gottfried Sarah Beth, Liang Wang, Jones-McFadden Alicia C, Hanson Carrie Anne, Sobol Craig, Chang Kimberly Ya-chin, Rathi Neha Rani, Shelkey Brent Alan, Wong Anthony Scott
Format Patent
LanguageEnglish
Published 27.06.2017
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PICTORIAL COMMUNICATION, e.g. TELEVISION
TELEPHONIC COMMUNICATION
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Summary:Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or more agents; and route the call to one of the selected agents. Some embodiments determine a telephone number from which the call was received; comparing the telephone number with a plurality of entries in a customer information database; and determining that the telephone number matches an entry in the database. Other embodiments receive a communication from the user device indicating that the customer has placed the call; determine that the customer is currently authenticated through an online banking session or a mobile application on the user device; and receive a communication from the user device indicating the customer's identity.
Bibliography:Application Number: US201414530350